The player from Finland requested to be blocked from the online casino due to their addiction, but they were informed by the live chat that there were no blocks and they were free to deposit and play. However, later they discovered that they should have been excluded. Although the player asked the casino about a possible block before registration and used another email address and other personal information, she provided the casino's CS representative with her true and valid name, surname, DOB, and phone number, which match the personal data that were self-excluded in the past. After more than a month without progress, we decided to close the case as unresolved due to the fact the casino was not able to provide us with the relevant information and details requested despite they were provided with enough extra time on top of our standard timers.
Igrač iz Finske je tražio da bude blokiran iz onlajn kazina zbog zavisnosti, ali su ih putem ćaskanja uživo obavestili da nema blokada i da su slobodni da polažu i igraju. Međutim, kasnije su otkrili da ih je trebalo isključiti. Iako je igračica pitala kazino o mogućoj blokadi pre registracije i koristila drugu adresu e-pošte i druge lične podatke, ona je predstavniku kazina CS dala svoje pravo i važeće ime, prezime, rodbinu i broj telefona, koji odgovaraju ličnim podacima koji su bili samoisključeni u prošlosti. Nakon više od mesec dana bez napretka, odlučili smo da zatvorimo slučaj kao nerešen zbog činjenice da kazino nije bio u mogućnosti da nam pruži relevantne informacije i tražene detalje uprkos tome što im je obezbeđeno dovoljno dodatnog vremena pored naših standardnih tajmera.
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